Client Experience Coordinator or Law Firm Case Manager
Safe Harbor Law Firm is seeking an experienced Client Experience Coordinator / Law Firm Case Manager for a full-time, in-office position at our Fort Myers office, located at 5237 Summerlin Commons Blvd, Fort Myers, FL.
Experience in estate planning, trusts, and probate is preferred. The ideal candidate is a self-starter and team player with a strong willingness to learn, excellent verbal, written, and interpersonal communication skills, and a high level of organization, attention to detail, and professionalism.
The Client Experience Coordinator / Law Firm Case Manager provides administrative and client service support to ensure a seamless, professional, and welcoming experience for every client. This role involves front-desk reception, client communication, appointment scheduling, document preparation, client file management, payment processing, and general office administration. The successful candidate will help maintain organized client records, coordinate with attorneys, and support the firm's daily operations while contributing to client satisfaction and retention.
Key Responsibilities
Client Welcome & Front Desk
- Greet clients warmly and assist with check-in and required paperwork.
- Respond to incoming phone calls with warmth, professionalism, and empathy.
- Treat every inquiry—even at 4:30 PM on a Friday—with the same level of care and urgency.
- Ensure all calls are returned promptly.
- Maintain a professional, welcoming, and organized office environment.
Calendar Management & Appointment Coordination
- Manage calendars, prepare for meetings, and coordinate office appointments.
- Qualify leads using firm-approved questions and schedule appointments with attorneys and team members.
- Collaborate with attorneys and the marketing team to maximize booking efficiency.
- Calendar and organize important client dates, including birthdays and policy anniversaries.
- Coordinate client meetings and ensure appointments are properly documented.
Client Documents & File Management
- Assemble and organize client documents, binders, and files in both physical and digital formats.
- Draft standard client forms, including powers of attorney (POAs), wills, and deeds, as authorized and in accordance with firm procedures.
- Prepare and manage outgoing correspondence.
- Create and maintain client files, including physical files and electronic files (e-files).
- Handle document filing, scanning, organization, and management.
- Ensure client engagement agreements are sent out, tracked, and returned with the required signatures.
- Use client management software and other firm-approved tools to manage client information and navigate multiple office and business revenue areas.
- Maintain accurate records and ensure client documents are organized and accessible according to firm procedures.
Attorney & Client Liaison
- Coordinate with attorneys regarding client concerns, compliments, special requests, and individual needs.
- Help ensure clients receive timely communication and appropriate assistance.
- Attend client signing meetings and assist with document witnessing.
- Obtain and maintain public notary status, with notary certification required within the first 30 days of employment.
- Help develop and maintain a client satisfaction process.
- Assist in collecting 5-star Google reviews in accordance with firm policies.
Fee Collection & Payment Management
- Collect fees and manage client payments and deposits accurately.
- Document and track transactions using the firm's designated systems.
- Maintain accurate payment records and follow established procedures for handling client payments.
Office Administration & Operations
- Prepare and maintain conference rooms and waiting areas.
- Monitor office supplies, maintain inventory, and coordinate supply ordering.
- Sort and distribute incoming mail and assist with outgoing mail as needed.
- Help maintain an organized and professional office environment.
- Assist with project creation, coordination, and management.
- Track work hours accurately for payroll purposes.
- Provide weekly status reports to the team during the weekly meeting.
- Complete other administrative tasks as needed to support daily operations.
Additional Responsibilities
- Enthusiastically support the firm's mission: “Protecting Families for Generations!”
- Attend all client signing meetings to assist with witnessing documents.
- Help improve client satisfaction and the overall client experience.
- Maintain accurate records and ensure timely follow-up on outstanding tasks.
- Demonstrate accountability, professionalism, and independent task management.
What We're Looking For
The ideal candidate is:
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Client-focused: Enjoys helping clients and creating a welcoming, professional experience.
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Organized and detail-oriented: Maintains accurate records and handles documents carefully.
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Professional and compassionate: Communicates effectively with clients, attorneys, and team members.
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Reliable and accountable: Follows established procedures, meets deadlines, and completes tasks consistently.
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Comfortable with administrative work: Experienced in scheduling, document preparation, file management, and office coordination.
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Proactive: Identifies tasks that need attention and takes initiative while following firm policies.
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Trustworthy: Handles confidential client information and financial transactions with discretion and integrity.
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Adaptable: Comfortable managing multiple responsibilities in a fast-paced professional environment.
Preferred Qualifications
- 2 years of experience in administrative support, client services, case coordination, reception, or a similar role.
- Experience in estate planning, trusts, probate, guardianship, or another legal setting is preferred.
- Strong telephone and customer service skills.
- Experience scheduling appointments and managing calendars.
- Experience with client records, document management, and administrative software.
- Experience collecting or processing client payments.
- Comfortable using computers, email, scanners, printers, and office software.
- Willingness to obtain and maintain public notary status within the required timeframe.
Why Safe Harbor Law Firm?
At Safe Harbor Law Firm, we help families protect what matters most through estate planning, probate, trust administration, and related legal services. Our mission is to bring clarity, confidence, and peace of mind to every client we serve.
Every team member plays an important role in delivering an exceptional client experience. We are looking for someone who takes pride in being dependable, organized, compassionate, and committed to helping our clients feel supported throughout their interactions with the firm.
